GoralBet Casino - El retiro del jugador se retrasa.

I have a withdrawal that has been pending since 09/25, and it still hasn't been paid, even after completing the full verification requested by the Casino. I tried to address the issue via email and the site's chat, but no response was given.

Possuo um saque que está pendente desde o dia 25/09, e até agora não foi pago, mesmo realizando a verificação completa pedida pelo Casino. O problema foi tentado ser discutido por email e via chat do site, porem nenhuma resposta foi dada.

Dear GustavoTDS,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?

Additionally, if you receive any response from the casino in the meantime, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I have made many successful deposits, but no withdrawals and I haven't used any bonuses either, and I still haven't received any response from the casino.

Realizei muitos depositos bem sucedidos, mas nenhum saque e tambem nao utilizei nenhum bonus, sigo sem receber nenhuma resposta do casino.

Thank you very much, GustavoTDS, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear GustavoTDS,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the GoralBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear GoralBet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response!

Best Regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The casino contacted them by email and they made the payment after asking for a few more documents that weren't in the dossier on the website.

O casino entrou em contato pelo email e realizaram o pagamento apos pedirem mais alguns documentos que nao estavam no dossie do site.

Thank you, GustavoTDS, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru